Networks Service Delivery Manager bei Kihomac

• Provide end-to-end delivery and operational performance of network services supporting DoD missions across IL4/5/6 environments. The SDM owns SLAs/SLOs, service governance, compliance alignment, vendor performance, and continuous improvement across data center, campus/branch, WAN/SD WAN, boundary security, and cloud connectivity. This role coordinates cross functional teams (Routing/Switching, Boundary Security, Platform, Cyber, Field Ops, Vendors) to deliver reliable, secure, and cost-effective services
• Establish the service vision, charter, and roadmap aligned to agency objectives and portfolio priorities
• Lead Service Governance (CAB/CCB/ARB participation) balancing velocity, reliability, and security; maintaining decision records and traceability
• Define and maintain network service policies, operating level agreements (OLAs), underpinning contracts (UCs), and escalation matrices
• Own Service Catalog entries for network services (definitions, owners, SLAs/SLOs, dependencies, support model, runbooks)
• Coordinate readiness for new/changed services (support model, staffing, monitoring/alerting, KPIs, DR/backup, ATO evidence, handover)
• Forecast demand and plan capacity (circuits, bandwidth, ports, licenses, spares, staff) to meet growth and seasonal mission loads
• Manage budgets, cost to serve, and chargeback/show back; deliver monthly variance analyses and optimization recommendations
• Chair/drive change quality: peer reviews, pre implementation checks, maintenance windows, freeze periods, and rollback validation
• Ensure deployments meet readiness gates (approvals, testing, monitoring, comms) and verify post change health and user impact
• Ensure high quality first response (Own P1/P2 Major Incident bridges, communications, and stakeholder updates through restoration
• Drive RCA with durable corrective actions; track aging and verify effectiveness
• Manage availability targets, error budgets, technical debt, and resiliency patterns (path diversity, ECMP, QoS policy hygiene)
• Maintain service continuity and DR plans; schedule and document periodic tests (RTO/RPO attainment)
• Align operations to DoD RMF, NIST SP 800 53/37, and DISA STIGs; steward POA&M items to closure
• Support ATO/cATO sustainment (control inheritance, artifacts, evidence collection) and apply Zero Trust operating principles
• Ensure data handling, identity/access, and audit logging meet policy; coordinate with Cyber/Blue Team on detections and after-action improvements
• Manage third party performance to underpin SLAs (circuits, managed services, hardware/software support); drive remediation plans where needed
• Validate vendor change participation, runbooks, notifications, and contribution to incidents/RCAs
• Provide daily/weekly/monthly performance reporting (site/service availability, SLO attainment, MTTA/MTTR, change success rate, incident induced change rate, capacity/utilization, ticket backlog aging, CSAT/NPS)
• Run MBRs/QBRs with stakeholders; publish dashboards and executive summaries with trend analysis and actions
• Lead a matrixed team of controllers/engineers/analysts; set objectives, staffing plans, training paths, and on call rotations
• Maintain runbooks, playbooks, KEDB, service standards, and knowledge articles; drive cross training and succession depth
• Other duties as assigned

Requirements

Education/Training: 

• Bachelor’s Degree in relevant engineering or science discipline required
• Master’s Degree preferred
• Current DoD 8570 Level II certification required (i.e. CISM, CISSP, CAP, CASP+)
• ITIL v4 Foundation Certification preferred
• PMP or PMI certification preferred
• Lean Six Sigma Green Belt preferred
• AWS Advanced Networking – Specialty (or equivalent) or Azure Network
• Engineer Associate (AZ 700) preferred

Experience:

• 12+ years of professional experience in the required task area 
• 5+ years of professional experience as an IT Service Delivery Manager or similar role
• 1+ years of professional experience working in a management or leadership role
• Experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments
• In-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management
• Proven ability to manage budgets, vendor contracts, and executive reporting
• Familiarity with enterprise network architectures (data center, campus/branch, WAN/SD WAN, boundary security), observability concepts (telemetry, logs/metrics/flows), and RMF/STIG operating constraints in IL4/5/6 environments

Security:

• Must be a US citizen

• Candidate must be in possession of a minimum DoD issued Secret Clearance and eligibility for TS/SCI
• Candidates with active current TS/SCI preferred

Physical Requirements:

• Able to occasionally reach with hands and arms
• Prolonged periods of computer screen use, while sitting or standing at a desk
• Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)
• Able to safely lift and carry up to 20 pounds at a time

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources

Salary: $150,000.00 - 180,000.00

Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.